Deposits -Complaints Specialist

BASIC QUALIFICATION

• Two plus years of customer service experience
• Minimum Graduation
• Strong computer efficiency: strong PC skills with basic knowledge of Microsoft Office applications
• Passion for delivering a great customer experience at scale
• Excellent collaborative , communication, organizational, and problem solving skills are required
  

• Serve as 2nd level escalation tier for servicing, and back office related complaint
• Exceed all quality standards and customer expectations of great service
• Consistently uphold all compliance and regulatory standards in customer dealing
• Provide excellent customer service and provide answers to client questions within set standards
• Follow up on unfavourable surveys responses to understand root cause and remediate/escalate as needed
• Serve as customer advocate for regulatory and non-regulatory complaints
• Participate in the planning of small to moderate scope projects
• Assist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experience
• Ensure efficiency in case management to ensure Turn Around Time targets exceeded for all business units
• Demonstrate advanced knowledge of multiple areas of consumer banking operations